MUJI UK Reviews 80

I placed an order more than two months ago. They took the payment, but I never received the order. I reached customer service when the order was late, got generic replies saying they were looking into the case and then stopped replying in the last month. No refund. This feels like a scam.

I put in the order and then have not heard anything back, no status of my order for more than a week. I got worried, read trustpilot reviews, read their delivery policy and the expected days to delivery, and I committed myself to waiting. Eventually I got an update that my order was shipped, and everything got easy when it reached Royal Mail, as I knew it was not getting lost. It arrived wrapped very well (excessively cautiously well) and all products were there and fine. It is a 4 star because I don't like not knowing the status of my order. Especially since I am also a EU citizen, I am used to that experience. I do not have a customer accout with Muji but that should not make a difference. And I did not have to interact with customer support.

And yes, I would order again.
(I had ordered kitchen bowls, so breakable stuff).

Very slow customer service.

Many items (plates) I ordered arrived completely broken - I sent Muji an email the same day to notify them, show the pictures and request a refund. I was quite shocked as it was packaged carelessly.

I still haven’t heard anything back - it’s only been a day but this is quite unusual and slow for such a big brand. I have no idea when they will respond to me and then process my refund and judging from the previous reviews I could be waiting a long time…

My order arrived (a kitchen pedal bin) but had broken within a couple of weeks. I reported it, sent videos and photos but customer services have stopped replying to my messages without offering a refund or replacement. I would heavily advise not buying from them. I won't be in the future.

I wish I’d read these reviews before I ordered.

A jacket was delivered to me that the stitching had come undone at the bottom of the pocket.

I contacted Muji to request a return and have ended up in a ridiculous situation.

They won’t accept my return.

They insist on sending a replacement, which I then have to return in order for me to get a refund.

It’s a total waste of time, money and resources, but they state this is how they deal with faulty garments.

The issue is I’m going away, so won’t be home to refuse the delivery. They won’t add information to the courier dispatch. They won’t not send it.

I had to contact citizens advice as I was told by Muji that they don’t accept returns, this is wrong. They are legally required to accept a return of the goods are faulty.

What a complete pain in the arse and waste of time.

A simple return for a faulty item is all I needed. Someone in Muji should take a look at their policies. Acting totally illegally and making the return process ridiculously difficult.

QUOTE BELOW FROM MUJI

Hello Sara,

We do not offer returns for defective products. In such cases, we will send a replacement product directly.

However, if you do not wish to receive a new product, we unfortunately cannot accept returns.

I am a huge fan of Muji - their products are great. I love their clothes, stationery, storage solutions. Normally when I purchase their product online, I bought exactly what I needed so everything was perfect.

In early July, Muji was having a sales so I bought a few things that I needed, plus a few things that were on sale, thinking I'd try something new. This was where my problem
started.

I had to return a few things. So, on the website, it says it may take up to 15 working days to process any returns - that's actually about 3 weeks. I thought, nah, in this day of age, it wouldn't take this long. I was just plain wrong. Yes, it took exactly 15 working days. I had to chase the customer services to see if they had forgotten.

Then, apparently, it may take up to 14 working days to actually issue the refund. - so that's actually another 2 weeks.

Imagine this, I order something which takes about a week to arrive, then I sent some returns back within 2 days, then I have to wait almost 5 weeks to get a refund. The whole process, from purchase to refunds was about 6 weeks!!! Amazing - not!

M&S processed everything quicker when they were hacked!

And I forgot to say that my parcel was delivered to somewhere else that I had to go and fetch because Muji couldn't sort it out.

I can't fault Muji's products and actually customer service was OK. But good God, only ever buy what you need - don't go being adventurous thinking you can just return them. It was seriously painful!

Muji eu does not deliver on the order. Items are missing and they refuse to reimburse not delivered item. Their customer service is in Germany and you receive emails in German. They also require you to send a whole file, although they have the order #, the tracking #, the proof of payment, pdfs of order emails, delivery list, statement of client that such item is missing with all the numbers and address etc.

Strange company with questionable practices. I have made purchases from them a few times when I lived in Thailand and everything was fine. I recently ordered from Portugal.
I ordered home stuff and shoes. The delivery took a long time. One pair of shoes didn't fit and I decided to return them. I issued a return and paid for shipping again. It took them 2 months to process the return and to my surprise they decided to refund only half the cost of the pair of shoes (unworn, with all tags). It's been 2 months since my return and they still haven't refunded the money, they need another 21 days to basically refund the shipping cost. Will never buy from them again.

Product quality & innovation has been reducing over the past few years. No more handy perspex on-shelf or in-cupboard standing shelves at different heights - some of the best things they made.
They used to sell good quality underwear & T-Shirts but, for the price, they're now thin & synthetic, & no more cotton seamless bras.
In-store experience; quality of customer service varies enormously from store to store. Some are great, but in Oxford St. London, a while ago, exchanging a damaged item (unnoticed at point of sale, still in its shrinkwrap, & so could have been cracked in the shop) the till staff were unnecessarily harsh. I was astonished to be treated with such suspicion & initially told that I "...must've dropped it on the way home.". I knew I hadn't, & I resented the accusation. How would I have dropped it, when it was inside one of their large paper carrier bags that I returned it in? + Even if I had, they should have bubble-wrapped it when I bought it or use padding within their rather thin paper bags to prevent any such damage, or it should be of good enough quality perspex for the edge not to splinter so easily. I suspect it had fallen from the shelf in the shop - they're at shoulder height, so quite a deep drop, & someone had likely just put it back. Thankfully, I had only just started to peel off the plastic at home when I saw the damage or she wouldn't have begrudgingly given me a new one - & it's not as if I wanted a refund. What a fuss for a £15 item + I'd taken the time & trouble to return it!
Very recently, 24th June, at the Tottenham Court Rd. store, I was buying 2 small metal bookends & some face blotting paper, & noticed a promotion for any boxed foil pack curry - a bogof. The main counter was busy so I tried to use the new self checkout but it continually failed to scan the bar codes or duplicated them. You could 'find item' but then a list produced the wrong thing: e.g. searching for 'green curry' produced men's underpants (cos they were green)! The butter chicken one did work, but twice, so I had to delete 1. I also saw that an extra face blotter was added, which I changed to 1 only. I finally found the small bookends in the menu at £1.45 as those bar codes wouldn't scan either & I was just trying to scan my last pkt of crisps to no avail when the red beam flickered & then temporarily disappeared from the handset (while a queue had built up during the 10 mins I'd been getting more & more frustrated), An abrupt staff member suddenly gathered everything up & proceeded to take it all to the counter while telling me there was no need to get annoyed. I said I'd nearly finished but it kept adding items & not scanning others, & couldn't she just help me there? She then told me that no-one else had had problems with it! I said "Oh, so it's my fault is it? You should never tell a customer that - that's rude, it's belittling, & a poor attitude towards us, as you know tech can be tricky.". Again she told me off for being annoyed. She rushed me so much & the silly stick-out counter shelf was so small - the design is only meant for handbags - that my bag I was hurriedly packing, slipped off onto the floor with slight damage to items I'd bought elsewhere. Not serious but annoying, & no help from staff. 'Maria_A' (as per receipt) ignored it. There's no room at the front for customers to pack their own bag. I refused one of their thin paper ones as I don't like carrying them - they're OK but the handles are too thin - & I didn't need one. It seems they don't want to encourage sustainability & customers to bring their own bags. Finally, the total seemed too high, so I queried it - the bookends had more than doubled in price from the amount shown on the self-service till screen! There had been no shelf sticker to see, so I couldn't tell if I was being ripped off or not! £3.95 for a small piece of metal! (Ikea sell virtually the same for £1 but were out of stock). I'd really had enough by then but she was still being irritatingly condescending & patronising towards me, pretending to be nice but icy & through gritted teeth, proclaiming,"It's all fine! Nothing is wrong!" 🙄.
I was shaking by then, as she'd refused to check the price. I told her "There's plenty wrong! Your self-checkout doesn't work but you won't admit it, your shelf here is too small,
your pricing is all over the place, & you've been really patronising, blaming me, instead of being understanding, friendly, & truly helpful! We're all hot & bothered today but this has been a really unpleasant experience! I can't wait to get out of here, & I expect the feeling's mutual". The manager appeared at this point, & was a nice calming influence & I appreciated that but I was too exhausted to go into any more than she'd already heard. She checked the bar code again at the till & the price remained at £3.95; no explanation why a different price popped up at the self checkout.

Ordered 8th June and no sign of order. When I contact customer services I get a nonsensical computer generated message. Any humans available to help at customer services please? Order #6015169

Worst possible experience. Carrier lost the parcel for 2 months, and Muji refused to take action, instead pointing to the carrier. Avoid this webshop at all cost.

Appalling aftersales service. Paid £29.99 and £39.99 for shipping, yet one parcel was damaged and dumped in a communal area, the other misdelivered to a different street. MUJI has ignored multiple follow-ups despite providing all requested info. Unjustifiable shipping fees for such poor service.

I placed an order on February 2 for furniture totaling €1,173, plus €200 for shipping—hardly a cheap delivery fee. Still, I was excited to receive my items. However, after two weeks with my order status stuck at "pending," I contacted MUJI customer service, only to receive an automated reply with no useful information. As of March 1, my order status remains "Awaiting shipment."

Why does MUJI take my money without clearly indicating at checkout that the items are out of stock? This is shockingly unprofessional.

Regrettably, I didn’t check MUJI.eu’s poor Trustpilot ratings in time. I simply never imagined that such a well-known international brand could be this careless with its customers.

Very expensive shipping and uncertain service

Above all, the shipping fee is very expensive, and you have to pay a lot of money for returns. Customer service is very slow, and it took a long time for the return to be registered.

Expensive, slow, and uncertain service!

There was no confirmation of a purchase, but the card was charged. This happened through their UK website this morning, February 10th, 2025. The web page is showing Error 404, and the items are still pending in the trolley.

I spent the last hour trying to resolve the issue, but I just learned that they do not have customer service, just an email form. This is terrible for such a reputable brand.

I used to enjoy shopping in Muji, and I've always found their stores offer a nice experience, stocked with a lot of quality homeware items; it's just a shame their current customer service doesn't mirror this. In fact, their customer service is nonexistent nowadays. I've been trying to get a replacement item since late December, but so far nothing, and now I fear I'm being ghosted. Retail is in a sorry state these days, and customer service across the board is at rock bottom, and Muji seems to be the latest member of this sorry club. 

I placed an order on the 14/11/24 and the shipping is still pending. It is currently the 26/11/24. I have contacted Muji Eu twice and have received no response. Like other reviews said, I should have avoided purchasing anything from their online store. For such a well respected brand, this is appalling and feels like a massive scam.

I should read the comment before place order. As other people said. Waited a week. Got a notification to say you ordered 10 items but only 2 available. First time customer. Will not be using them again. It is ridiculous and wasted my time.

I ordered a USB Oscillating desk fan from Muji. It arrives defective: the fan clicks when it moves fully in one direction. I sent support a video where the clicking sound is clearly audible.

Support (Rayan) has refused to believe me, demand I send it in for "investigation" (wanting me to wait at home all day for collection when I work full time?), and ignored my responses for over a week. It's very clear they don't believe me, and want to take it in only to tell me there's nothing wrong with it.

I have had other negatives experiences with the overall quality of Muji products over the past couple years. It's just not as high quality as it used to be. It's a shame. Years ago I asked them for a replacement plug for my diffuser and they sent me one, no question, free of charge. It seems the era of good customer service is over.

This will be the last time I purchase from the company as the price does not reflect the quality you receive: both in the product itself, and the support you get.

They are also AGONISINGLY SLOW to ship anything.

Bought a handbag which was featured as such in The Guardian. It was a flimsy shopping bag. Ridiculously overpriced for what it was. No firm base, which it must have had in the website photos as it didn't sag and stood up on its own. Arrived in a plastic mail bag, no inner wrapper, tissue paper, protection.